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</style><p><span style="font-size: 11pt;"><strong>In this guide we will cover:</strong></span></p><p><span style="font-size: 11pt;"><strong>- Enabling the Pipeline Feature</strong></span></p><p><span style="font-size: 11pt;"><strong>- Linking Workflow Steps to Pipeline Stages</strong></span></p><p><span style="font-size: 11pt;"><strong>- Pipeline Stage on an Opportunity Ticket</strong></span></p><p><span style="font-size: 11pt;"><strong>- Pipeline Stage in Lists</strong></span></p><p><span style="font-size: 11pt;"><strong>- </strong></span><strong>Set the Pipeline Stage of an Opportunity using a Field </strong></p><p><span style="font-size: 11pt;"><strong>- Grouping by Pipeline Stage on Column Profiles</strong></span></p><p><span style="font-size: 11pt;"><strong>- Ticket Rules from Pipeline Stages</strong></span></p><p><span style="font-size: 11pt;"><strong>- Restricting Pipeline Stages</strong></span></p><p><br></p><p><br></p><p><strong>Admin Guides:</strong></p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/halopsa/guides/1854/" rel="noopener noreferrer" target="_blank"><strong>Sales General Settings</strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/halopsa/guides/1856/" rel="noopener noreferrer" target="_blank"><strong>Sales Views</strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/halopsa/guides/1832/" rel="noopener noreferrer" target="_blank"><strong>Workflows</strong></a></li></ul><p><br></p><p><strong>Related Guides:</strong></p><ul><li><a href="https://usehalo.com/halopsa/guides/1871/" target="_blank" rel="noopener noreferrer"><strong>Operational-Level Agreements (OLAs) on Workflows</strong><br></a></li><li><a href="https://usehalo.com/halopsa/guides/1923/" target="_blank" rel="noopener noreferrer"><strong>Ticket Rules</strong><br></a></li><li><a href="https://usehalo.com/halopsa/guides/933/" rel="noopener noreferrer" target="_blank"><strong>Workflows</strong></a></li></ul><p><br></p><p>Halo allows for Opportunity Workflow steps to be associated with a 'Pipeline Stage' so you can track what stage the sale is in separately to the workflow of the opportunity. Tracking these separately allows you to utilise the workflow to track the actions that are needed to take place to progress the sale (credit checks, raising quotes) and utilise the pipeline to track how close the sale is to completing. Pipelines help the sales team/agents prioritise their work and organise the status of their opportunities. Workflows help automate and execute the actions that need to be taken in order to progress and win a sale. As pipeline stages are associated with workflow steps, when the workflow of the opportunity progresses, the pipeline stage will update automatically. Similarly, when the pipeline stage is update the workflow step of the ticket will update too. Allowing you to easily and dynamically update opportunities </p><p><br></p><p><strong><span style="font-size: 14pt;">Enabling the Pipeline Feature</span></strong></p><p>Pipeline Stages are enabled in Configuration > Sales > General Settings.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYwOWZiMTE0LTI3YjQtNGExZS1iOTViLTZmNjg1YzRmYTE2MSJ9.apEgf3dvzN-ypgTAi_AhK25nY3PEveIvpZ0valwM_Pw" class="fr-fic fr-fil fr-dib" width="741" height="402"></p><p><strong><span style="font-size: 10pt;">Fig 1. Enabling Pipeline stages in Configuration > Sales > General </span></strong></p><p><br></p><p>Once enabled, you will find a 'Pipeline Stages' option appear directly below the checkbox. Clicking into this will return the list of Pipeline Stages and is where you can amend the list to fit your Sales Pipeline. An option is also present for setting the default Pipeline Stage for new Opportunities (<strong>Fig 1</strong>). From v2.244+, a "Default closure pipeline stage" can be specified for manually closed and merged Opportunities. </p><p><br></p><p><span style="font-size: 14pt; color: rgb(0, 0, 0);"><strong>Linking Workflow Steps to Pipeline Stages</strong></span></p><p>Once enabled, you will find an option present within your Workflow steps.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc5MzVmMzQ0LTFlZWItNDNjMS1hODg4LWFjNzhhOWNmZjA5OSJ9.jQllV9HvVMiakqBnVvrHS_Zps2HV581YtzL7ON8o9Nc" class="fr-fic fr-fil fr-dib" width="991" style="width: 993px; height: 488.763px;" height="489"></p><p><strong><span style="font-size: 10pt;">Fig 2. Pipeline Stage option within Workflow Step </span></strong></p><p><br></p><p>This option will allow you to associate a given Workflow step with a Pipeline Stage.</p><p><br></p><p><strong><span style="font-size: 14pt;">Pipeline Stage on an Opportunity Ticket</span></strong></p><p>You will also find that the "Pipeline Stage" will appear within an Opportunity's details, below the Status icon.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjcxNWUzZTk4LTA5MzktNGRiNy1hNjViLTQxOWY2YTAzYzg3YiJ9.AWb7lG7moFTvRq83NCbBWw74lKZ2lbuO1B24cN93Nww" class="fr-fic fr-fil fr-dib" width="244" height="214"></p><p><strong><span style="font-size: 10pt;">Fig 3. Pipeline Stages against an Opportunity</span></strong></p><p><br></p><p>The syncing between Pipeline Stages and Workflow steps is two-way, i.e.: as you progress through the Workflow and move to a new step, the Opportunity's Pipeline Stage will be updated to the Pipeline Stage associated to the respective Workflow step, and updating the Pipeline Stage on an Opportunity will move it to the associated Workflow step:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjlhNzNjMjE1LWFlMWEtNGViMS04NDdlLWNjOWQxMGRlYWIzNCJ9.aHoZCCLDnSMadFDHgk7DoKjJUdRYKqAJgjgy8AHfRo0" class="fr-fic fr-fil fr-dib" width="262" height="307"></p><p><strong><span style="font-size: 10pt;">Fig 4. Editing the Pipeline Stage on an Opportunity</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Pipeline Stage in Lists</span></strong></p><p>Depending on the use case your Halo was deployed with, you may have a "Pipeline View" ready made in your instance. For MSPs using Halo, this can be found in the "My Lists" view within the sales area. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJlZmRiNWFkLWYwYTAtNDE2Ny1hOTM3LWQwMzhmNjYzMGExYiJ9.VKHB8JPmH0mNRBusb594jWhNOllYUc-vFwPxyS8rpBA" class="fr-fic fr-fil fr-dib" width="1856" style="width: 1858px; height: 877.996px;" height="878"></p><p><strong><span style="font-size: 10pt;">Fig 5. Pipeline view </span></strong></p><p><br></p><p><span style="font-size: 11pt;">The pipeline view organises your open opportunities based on the pipeline stage they are in. Allowing agents to easily see which opportunities are near completion over others, helping them prioritise their time. <br></span></p><p><br></p><p>If you do not yet have this view in your instance this can be created. Within "My Lists" there will be an option to "Create a new list" at the bottom. Click this and set it up as shown in Figure 6.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY4NGE4MzliLWIyYWUtNGU3OC04ZTQ0LTk2ZjZkMmNjZDdjNCJ9.U5iPm3saNnP7WlmxEp1E2Pt297Z80d_FywPQehupYgA" class="fr-fic fr-fil fr-dib" width="1845" style="width: 1847px; height: 802.786px;" height="803"></p><p><strong><span style="font-size: 10pt;">Fig 6. Configuring the Pipeline List Details Tab</span></strong></p><p><br></p><p>You can lock the list <strong>"List display type"</strong> to i.e.<strong> "Lock to Kanban view"</strong>. </p><p><br></p><p>The filters Tab on the new list can be configured to change which tickets show here. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdlOTE4NmM5LTNlOGItNDgzYS1iNGI2LTdmNGMxNmQ3NGE0NCJ9.hUW0umLSiLIf20ufRD_MBtr-V4X81o5_v8CPG37UGNs" class="fr-fic fr-fil fr-dib" width="1133" style="width: 1135px; height: 463.64px;" height="464"></p><p><strong><span style="font-size: 10pt;">Fig 7. Adding Filters To Your List</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Set the Pipeline Stage of an Opportunity using a Field (v2.244+)</span></strong></p><p><span style="font-size: 11pt;">From v2.244+ you can use a field (available against tickets and actions) to set the pipeline stage of a ticket. This allows sales agents to easily choose/set the pipeline stage an opportunity is in, without needing to progress the workflow. As pipeline stages are associated with workflow stages, when the pipeline stage is changed from a field, the workflow step will also update, allowing you to progress the workflow using the pipeline stage. </span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">The following field can be added to ticket types (opportunities) and actions to set the pipeline stage: </span></p><p><span style="font-size: 11pt;">Pipeline Stage (Sales)</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">When added to the ticket type agents will be able to edit the pipeline from the ticket details and, if desired, set the pipeline when logging the opportunity. </span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><em><strong>Note: Agents will be able to set the pipeline stage from the ticket details without adding the field, but when the field is added you can configure additional visibility for this field. </strong></em></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">When added to an action, agents will be able to edit the pipeline stage from an action. </span></p><p><strong><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg2YzI2N2VkLWE2NzktNGMyYS05MmM0LTU1NTg5OTE3ODQ5YiJ9.gKXnG0es4bp1W0ywneU9Np1Q_foamadttT9Fv1PdCEE" class="fr-fic fr-fil fr-dib" width="1390" style="width: 1392px; height: 388.979px;" height="389"></span></strong></p><p><strong><span style="font-size: 10pt;">Fig 8. Set Pipeline Stage from Action</span></strong></p><p><strong><br></strong></p><p data-pasted="true"><strong><span style="font-size: 12pt;">Customising where the Pipeline Stage field shows and who can Edit it</span></strong></p><p>As the the pipeline stage of an opportunity is set using the "Pipeline Stage (Sales)" field, you can configure where this shows within the opportunity and who can edit this, in the same way you control access to other ticket fields. </p><p><br></p><p>Head to Configuration > Sales > Opportunity Types > select an opportunity type > Field List > edit the "Pipeline Stage (Sales)" field. Here you will have various settings to configure the visibility/edit access of the pipeline field.</p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM5ZDZkMjMzLTFjYTEtNGUxMy05MTk4LTBhMmE4OWVmY2U3NCJ9.xjC0DMwZJfeq1JX0WY0ZOhoADJXKCfhkkFSuGviM5wg" class="fr-fic fr-fil fr-dib" width="577" style="width: 579px; height: 762.486px;" height="762"></strong></p><p><strong><span style="font-size: 10pt;">Fig 9. Settings to configure the visibility/edit access of the pipeline field</span></strong></p><p><strong><br></strong></p><p>To restrict who can modify this field, if you would only like sales managers rather than sales agents to be able to adjust the pipeline, set "Agent Ticket Details Modify Access" to "Restrict based on Role" then choose the roles of the agents you would like to be able to modify the pipeline. </p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjczNDhiN2Q3LTgwM2YtNGRkZC04MTUwLTIyNTIwMzRlZjdjMiJ9.GsScXAuwseLpasFpnGlZJjvh0aFHBzq6nXaTfK5uSFQ" class="fr-fic fr-fil fr-dib" width="638" style="width: 640px; height: 532.006px;" height="532"></strong></p><p><strong><span style="font-size: 10pt;">Fig 10. Set Modify access for the Pipeline</span></strong></p><p><strong><br></strong></p><p>"Agent Ticket Details Screen Visibility" will control where the pipeline field will show within the opportunity. </p><p><br></p><p>"Agent New Ticket Screen Visibility" will control if the pipeline field will show when logging a new opportunity and if this is mandatory. </p><p><br></p><p>For more information on configuring field visibility see our guide <a href="https://www.usehalo.com/guides/1920" target="_blank" rel="noopener noreferrer" style="font-size: 11pt;">here</a>. </p><p><span style="font-size: 11pt;"><br></span></p><p><strong><span style="font-size: 14pt;">Ticket Rules from Pipeline Stages</span></strong></p><p><span style="font-size: 11pt;">Pipeline stages can be used as criteria for ticket rules. This can be useful for if you wish to add extra criteria for something to trigger, rather than just the workflow stage moving.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhkMGZmMTMwLWIzNDQtNGRjZC04MzBhLWY2YWFmNjE0OGYyYyJ9.VgRil4IvPKpUwOqrxA2jvejXEgEGaGgF9jV0c4X694E" class="fr-fic fr-fil fr-dib" width="693" height="283"></span></p><p><br></p><p><br></p><p><strong><span style="font-size: 10pt;">Fig 11. Selecting the Pipeline Stage ticket rule criteria</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM2OTc1NjI1LWI1ODEtNDliYi1iZmM2LWVmNWIyMjY3NzViYyJ9.SAxgUYXxNNFapT7g5C5wr1MO9SlhMFlrVLANVg4QL3c" class="fr-fic fr-fil fr-dib" width="692" height="328"></p><p><strong><span style="font-size: 10pt;">Fig 12. Selecting the rule type and stage</span></strong></p><p><br></p><p><br></p><p>This configuration has given the criteria shown in the table in Figure 12. Outcomes can then be set on the ticket rule as usual, and the rule will be triggered once the ticket reaches that pipeline stage and any other criteria set is met. In this example, I may want to assign the ticket to a certain agent if the opportunity was categorised as an upsell during the proposal stage.</p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRkMDZmZGY1LWRhOGYtNGJlMS05MmU3LTMzNTk3ODI3ZWY2NCJ9.Y7xCOipt1T4Ahxm0_-mfFUUCfwwJrwbVdHeUWnSmXvA" class="fr-fic fr-fil fr-dib" width="1214" style="width: 1216px; height: 593.45px;" height="593"></span><strong><span style="font-size: 10pt;">Fig 13. Pipeline stage criteria on a ticket rule</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Restricting Pipeline Stages</span></strong></p><p>Pipeline Stages can be restricted per Opportunity Type (this option will not show on Ticket Types). Navigate to Configuration > Sales > Opportunity Types > Allowed Values tab, and disable "Allow All Pipeline Stages". In the table that appears below, set the Pipeline Stages you wish to allow.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVmZjkzZTdlLTY2NmQtNDY1ZC04N2M1LWQwZThhMzZhMzYxMyJ9.sUj_nyHliswQvcjcyF-mY1PHiJYInhOMku4NpeU2RCs" class="fr-fic fr-fil fr-dib" width="1211" style="width: 1213px; height: 520.411px;" height="520"></p><p><strong><span style="font-size: 10pt;">Fig 14. Restricting allowed Pipeline Stages</span></strong></p><p><br></p>
